Elements and Performance Criteria

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the individual, accessibility of the item, and local industry and regional contexts) may also be included.
Performance objectives may include:
customer retention
market share
positioning with local businesses
presentation or merchandising of products or services
price
quality
shift in sales demographics
volume of sales.
Territory coverage plansmay take into account:
business merchandise range
characteristics of the specific products or services
customer confidence and expectations
customer demographics
relevant business policy and procedures
relevant legislation and statutory requirements
size, type and location of business
types of products and services provided.
Customer may include:
business customers
customers with routine or special requests
internal and external contacts
new or repeat contacts
people from a range of social, cultural and ethnic backgrounds
people with varying physical and mental abilities.
Territory may be defined by:
account customers
demographic parameters
size, type and location of stores
territory size, location and geographic spread.
Customer information may include:
details of items bought or returned
name and contact details
needs and preferences
transaction records.
Feedback may be sought and given:
in groups
in writing
individually
verbally.
Customer feedback information may include:
competitor activities
display disputes
end consumer complaints
needs, preferences and requests
pricing
product problems
product turnover
recalls
satisfaction levels.
Documentation may relate to:
missing lines
missing tickets
shelf management.
Promotional activities may include:
advertising materials
events
gift merchandise and promotional materials
loyalty programs
manufacturer product or service campaigns
sales discounts
seasonal campaigns
special displays
staff uniforms, badges and hats.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
identifies and describes business performance objectives and service standards
visits and communicates effectively with business customers to capture accurate and relevant feedback for an assigned territory as frequently as required
prepares accurate and insightful reports on customer feedback and business visits, according to agreed timelines, format and level of detail
arranges joint promotional activities to enhance business customer and end consumer satisfaction levels and attain sales targets
identifies and seizes opportunities to improve territory coverage or service efficiency
completes all tasks in a satisfactory and timely manner, and in consideration of sales and service standards and objectives.
Context of and specific resources for assessment
Assessment must ensure access to:
a business-to-business sales work environment
relevant documentation, such as:
business policy and procedures
business plans and objectives
a range of business customers with different requirements
appropriate business technology.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
observation of performance in the workplace
customer feedback
review of portfolios of evidence and third-party workplace reports of on-the-job performance
written or verbal questioning to assess knowledge and understanding.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.